Customer Engineer

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

Job Summary

The Customer Engineer serves as the technical bridge between Koi engineering and Palo Altos customer-facing teams enabling Domain Consultants and support teams to successfully run POVs deploy Koi and support customers at Job Description
We are looking for a highly technical and customer-focused Customer Engineer to join the Koi team. This role operates at the intersection of engineering support and pre-sales solutions and is critical to scaling Koi across Palo Alto Networks.
As a Customer Engineer you will sit closely with the Koi engineering team and develop deep expertise in Kois architecture capabilities and roadmap. You will enable Domain Consultants (DCs) to effectively run Proof of Value (POV) engagements and empower support teams to deliver high-quality service to customers using this role Customer Engineers translate live customer issues into actionable engineering fixes taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.

Key Responsibilities

• Act as a technical bridge between Koi engineering and Palo Alto customer-facing teams

• Own the end-to-end resolution of technical issues from diagnosing complex bugs to managing their seamless deployment to customer environments.

• Develop deep expertise in Kois product architecture and internal systems

• Enable Domain Consultants (DCs) to successfully run POVs including deployment troubleshooting and demonstrating value to customers

• Support Palo Alto support teams in diagnosing and resolving customer issues

• Build internal tools and systems that allow DCs and support teams to answer questions and perform initial triage independently

• Improve scalability by reducing dependency on engineering for routine support and POV-related issues

• Own or lead triage of the most complex and high-impact customer issues

• Partner with engineering to identify root causes and drive long-term fixes

• Identify recurring friction points in POVs and customer deployments and work to eliminate them

• Contribute to internal documentation troubleshooting guides and playbooks

Impact:

• Provide the team with seamless technical resolutions to unblock customer issues

• Increase success rate and quality of POVs led by Domain Consultants

• Improve customer onboarding and time-to-value for Koi

• Reduce escalation load on engineering teams

• Improve overall customer experience and product reliability

Qualifications

Required Qualification

• Education: . in Computer Science Industrial Engineering Software Engineering or a related technical discipline (or equivalent practical experience).

• Technical Experience: Strong software engineering background with a deep system-level understanding of software architectures network and infrastructure. For Junior

• Domain Expertise: Experience working within the cybersecurity sector or at a cyber-focused technology company is a strong advantage.

• Troubleshooting: Proven experience diagnosing debugging and resolving complex technical issues within real-world production customer environments.

• Adaptability: Demonstrated ability to quickly master new system architectures and independently debug unfamiliar legacy or proprietary codebases.

• Cross-Functional Collaboration: Experience partnering closely with pre-sales field engineering or customer success teams to support the technical teams and retention lifecycle.

• Communication: Exceptional communication and presentation skills in English with a proven ability to guide and translate technical concepts for both highly technical and semi-technical stakeholders.

• Mindset: A strong builder mentality with a track record of developing scalable tools automation scripts and repeatable processes rather than relying on one-off fixes.

Preferred Qualification

• A foundational background in software engineering with a practical understanding of software architectures network and infrastructure.

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.